Support Policy
How to get help
Section titled “How to get help”There is a single support channel:
- Email: support@codexx-dtdk.com
codegen is free for everyone, and so is support for it — there is no priority queue and no tier that buys a faster answer.
Before emailing, check the documentation and the Diagnostic Codes reference — most errors are explained there with a fix. A self-served answer is the fastest answer.
What to include in a report
Section titled “What to include in a report”CodeXX DTDK runs entirely on your machine. We cannot see your code, your environment, or what went wrong unless you tell us. A report that includes the following gets resolved in one round-trip instead of five:
- Version — output of
codegen --version(or the affected tool’s--version). - Operating system and architecture.
- What you ran — the exact command line.
- What happened — the full error output, including any
[E0xx]/[W0xx]code. - What you expected instead.
- A minimal repro if you can — the smallest input that triggers it.
Only send what you are comfortable sharing. Redact anything proprietary — a repro that reproduces the bug is worth more than a real-but-secret one. See Privacy below.
Response targets
Section titled “Response targets”codegen is free, so support for it is best effort — answered as time allows, with no guaranteed response time. That is an honest statement of what a free tool can promise, not a deprioritisation: reports are read, and reproducible bugs get fixed.
Need a contractual SLA, a named contact, or air-gapped / on-prem support assurances? Those come with the paid CodeXX DTDK products — email support@codexx-dtdk.com with your requirements.
In scope — we will help with:
- Installation issues.
- Bugs, crashes, and incorrect output in CodeXX DTDK tools.
- Diagnostic codes and how to resolve them.
- Documented features behaving differently than documented.
- Reasonable “how do I do X” guidance for documented functionality.
Out of scope — we cannot take on:
- Writing your rules, transforms, or build configuration for you (though we will point you at the right docs and examples).
- Debugging your application’s own C++ code.
- Third-party tools, compilers, or build systems, except where they integrate directly with CodeXX DTDK.
Privacy
Section titled “Privacy”CodeXX DTDK makes no outbound network requests during execution. Support does not change that:
- We never have access to your code, AST, or environment unless you attach it to an email.
- We only use what you send to reproduce and fix the specific issue you reported.
- We never ask for your source tree wholesale — a minimal repro is always sufficient and always preferred.
Reporting a security issue
Section titled “Reporting a security issue”Do not open a public report for security vulnerabilities. Email support@codexx-dtdk.com with SECURITY in the subject line and we will coordinate a private fix and disclosure. This applies to everyone.